Customer Support Analyst

GridUnity

2d • $57,200 - $78,000 • Remote

About The Position

GridUnity is seeking an experienced Customer Support Analyst to serve as the primary point of contact for their customers. This role involves owning customer issues from initial report through resolution, ensuring customers are kept informed, and knowing when to involve internal teams. The ideal candidate is an experienced customer support professional ready to contribute immediately in a fast-paced, scaling, mission-driven company.

Requirements

• At least 2 years of hands-on experience working tickets in a formal service management system (Jira Service Management, Zendesk, Freshdesk, ServiceNow, or similar).
• A track record of resolving customer issues independently, with clear judgment around when escalation is required.
• Strong, professional written and spoken communication skills.
• Direct, on-the-job experience working within agile processes (kanban, backlogs, tickets/stories).
• Familiarity working within the development, testing, acceptance, and deployment processes with established agile ceremonies.
• Comfort with ambiguity and shifting priorities; ability to self-manage and prioritize work queue and other demands of the position.
• Associate's or Bachelor's degree in a related field, or equivalent professional experience.
• Must qualify as a "U.S. person" as defined by federal law (U.S. citizen, lawful permanent resident, asylee, or refugee).

Responsibilities

• Own and manage assigned customer tickets, from intake to resolution or escalation.
• Troubleshoot customer-reported issues directly, with urgency, and resolve what you can independently.
• Identify when an issue is beyond your ability to resolve, determine the correct escalation path, and coordinate with Engineering or other internal teams to drive it to resolution.
• Communicate proactively: flag blockers, risks, or workload concerns.
• Turn vague customer enhancement requests into clear, specific acceptance criteria.
• Keep ticket status, notes, ownership, and next steps accurate and current in the service management system.
• Produce reporting on ticket volume, trends, and performance.
• Monitor your queue and prioritize based on customer impact and urgency.

Benefits

• Competitive compensation packages
• Remote-first culture
• Professional development opportunities, including training, mentorship, and career pathing
• Comprehensive health, dental, and vision insurance starting day one
• Short- and long-term disability and basic life insurance at no cost
• 401(k) plan with a 4% match
• Flexible PTO
• Supportive work culture that values balance
• Mission-driven work with the opportunity to make a significant impact in the energy sector

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree